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UK Data Lean Pilot Redesign - Approach Storyboard

UK Data Lean Pilot Redesign - Approach Storyboard. Neil Hickman 11-10-2011. Contents. Introduction Redesign The As Is The Bottom Up Plan The Top Down Plan Next steps. Introduction.

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UK Data Lean Pilot Redesign - Approach Storyboard

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  1. UK Data Lean Pilot Redesign -Approach Storyboard Neil Hickman 11-10-2011

  2. Contents • Introduction • Redesign • The As Is • The Bottom Up Plan • The Top Down Plan • Next steps

  3. Introduction • The UK Data Lean Pilot Redesign took place in Telephone House Sheffield between Tuesday 4th Oct and Thursday 6th October • The final slide pack and the materials generated through the week were presented on Friday to Mark Whitley (MD of Service Delivery) by Pete Stewart and some of his team • Actions and plans are currently being developed by the operational teams with the help of the Lean Change Agents • This was the journey…

  4. AS-IS ANALYSIS

  5. The As-Is - Background Summary ofthe As-Is Diagnostic Findings ‘Why we went to UK Data’ Voice of the Customer (VoC) ‘What our customers want’

  6. The As-Is – Horizontal Fulfilment Processes Generic 2 Meg Partial Private Circuit (PPC) ISDN30 • Each slide with 4 Quadrants Summarising: • Process Performance • Customer experience • Process Steps • Insights

  7. The As-Is – Vertical Functions Job Control • Slides summarising: • Demand on Team • Team Structure • Key Interactions • Insights gained Planning Design & Assign

  8. The As-Is – Completing the Picture Performance (MCRS Management control and reporting system) Organisation and skills Mindset and Behaviours

  9. BOTTOM UP PLAN

  10. Improvement Log Work Stream Storyboard As Is Playback Improvement log As Is Phase - Ideas Capture Affinity Improvement log Action Plan Prioritise Improvements

  11. As Is Phase – Ideas Capture • 9 teams • 30+ different locations • Circa 160 people in scope

  12. Improvement Log Pre Redesign Workshop Circa 300 ideas

  13. As Is Playback

  14. Improvement Log Increasing !!! Circa 400 ideas

  15. Prioritising Ideas

  16. Turning Ideas into Plans

  17. Improvement Work Stream Facts & Figures Circa 400 ideas • Small scale system changes • Removing duplication • Up skilling and sharing best practice • Openreach • Customer management • Supplier relations Split of Actions VsOpportunities Only 2 Actions estimated to extend into 2012!!

  18. TOP DOWN PLAN

  19. True North (Top Down) Approach 1 2 3 The Operational teams and Change Agents worked through these 3 steps - using a mountain of brown paper and post-it notes…

  20. True North • Key outputs were: • ‘End State Principles’ • ‘Core Design’ • ‘True North’ – 5 Lean Lenses • ‘1st Target Condition’ – 5 Lean Lenses

  21. NEXT STEPS

  22. Next steps Top Down The operational teams are now starting to use the Lean Ways of Working as they implement the ‘Bottom Up’ and ‘Top Down’ changes Bottom up Team by Team Operational Plans

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